Taxis Walton on Thames (“the Company”, “we”, “our”, “us”) provides private hire transportation services throughout London, Surrey, and surrounding areas. By making a booking with us, you agree to be bound by these Terms and Conditions.
These Terms and Conditions operate alongside all applicable legislation, regulations, licensing conditions, and guidance issued by Transport for London (TfL), local licensing authorities, the Driver and Vehicle Standards Agency (DVSA), and any other relevant regulatory body.
1. Definitions
– Booking means any reservation made through our website, mobile application, telephone, email, social media, or any other booking channel.
– Customer means the person making the booking and any passenger travelling under that booking.
– Driver means the licensed private hire driver undertaking the journey.
– Vehicle means the licensed private hire vehicle assigned to the booking.
– Journey means the transportation service provided from the agreed pickup location to the agreed destination.
2. Booking Confirmation
2.1 A booking request does not constitute acceptance of the booking.
2.2 A booking shall only be deemed accepted once confirmation has been issued by us via SMS, email, app notification, telephone, or another authorised communication method.
2.3 Automated booking acknowledgements do not guarantee vehicle availability.
2.4 We reserve the right to decline any booking without providing a reason where permitted by law.
3. Advance Payments
3.1 We may require full or partial payment before confirming a booking.
3.2 Advance payment may be required for:
– Airport transfers
– Long-distance journeys
– Corporate bookings
– Bookings outside our operating area
– High-value bookings
– Peak demand periods
3.3 Failure to make payment within the requested timeframe may result in cancellation of the booking.
4. Fares and Charges
4.1 All fare quotations are estimates unless specifically stated as fixed fares.
4.2 Fares may vary due to:
– Route changes
– Traffic conditions
– Additional stops
– Waiting time
– Toll charges
– Airport charges
– Congestion charges
– ULEZ charges
– Other statutory charges
4.3 Any fare adjustment will be communicated where reasonably practicable.
4.4 The customer agrees to pay all applicable charges associated with the journey.
5. Airport Transfers
5.1 Flight information supplied by the customer will be used to monitor arrivals where possible.
5.2 We will make reasonable efforts to track flight delays but cannot guarantee monitoring of all flights.
5.3 Airport pickup waiting time begins:
– 60 minutes after the flight lands; or
– At the booked pickup time if later than flight arrival.
5.4 Additional waiting time charges will apply after the free waiting period.
5.5 Airport parking charges, drop-off fees, pickup fees, terminal access fees, and any other airport-related charges are payable by the customer unless otherwise agreed.
5.6 Customers must provide accurate flight information. We accept no responsibility for additional charges resulting from incorrect flight details.
6. Waiting Time
6.1 Standard waiting charges apply after the complimentary waiting period.
6.2 Waiting time is charged at £7 per 15 minutes or part thereof unless otherwise stated.
6.3 Waiting charges commence from the agreed pickup time.
6.4 Excessive waiting may result in the driver leaving the location and the booking being treated as a no-show.
7. Cancellations & Delays
7.1 Customers may cancel a booking at any time.
7.2 Cancellation charges are:
– More than 24 hours before pickup: 20% of fare
– Less than 24 hours before pickup: 80% of fare
– Driver dispatched or arrived: minimum £5 or 50% of fare, whichever is greater
– No-show: up to 100% of fare
7.3 Refunds will be processed to the original payment method where applicable.
7.4 There will be no refunds or discounts for any delays due to traffic or other circumstances.
8. No-Shows
8.1 A booking will be considered a no-show where:
– The customer cannot be contacted.
– The customer fails to attend the pickup location.
– The customer fails to present within the waiting period.
8.2 No-show bookings are non-refundable.
9. Vehicle Availability
9.1 Whilst we endeavour to provide the requested vehicle type, we cannot guarantee availability.
9.2 We reserve the right to substitute a vehicle of equivalent or higher capacity where necessary.
9.3 Vehicle images displayed on our website are for illustration purposes only.
10. Passenger Conduct
10.1 Passengers must behave in a respectful and lawful manner.
10.2 Drivers may refuse service where passengers:
– Are abusive or threatening
– Are under the influence of drugs
– Are excessively intoxicated
– Endanger safety
– Cause damage to property
10.3 Any abusive behaviour towards our staff or drivers may be reported to the police and relevant authorities.
11. Driver Safety
11.1 Drivers may terminate or refuse a journey where they reasonably believe their safety is at risk.
11.2 Drivers may refuse destinations where access is unsafe or unlawful.
12. Additional Stops and Route Changes
12.1 Additional stops requested during the journey may incur additional charges.
12.2 Any significant deviation from the original booking may result in fare recalculation.
13. Child Seats and Passenger Safety
13.1 Child seats may be supplied subject to availability and additional charges.
13.2 Customers are responsible for ensuring children travel in accordance with applicable UK law.
13.3 We cannot guarantee the availability of child seats unless specifically confirmed.
14. Luggage
14.1 Customers are responsible for ensuring luggage dimensions are suitable for the vehicle booked.
14.2 Excess luggage may require a larger vehicle and additional charges.
14.3 Drivers may refuse transportation of items that cannot be safely accommodated.
15. Lost Property
15.1 We will make reasonable efforts to return lost property.
15.2 We accept no responsibility for items left in vehicles.
15.3 Return of lost property may incur administration, postage, courier, or delivery charges.
15.4 Unclaimed items may be disposed of after a reasonable period.
16. Vehicle Damage and Cleaning
16.1 Customers are responsible for damage caused by themselves or their passengers.
16.2 A minimum charge of £100 will apply for specialist cleaning where a vehicle is soiled due to sickness, food spillage, bodily fluids, or excessive mess.
16.3 Additional repair costs may also be recovered.
17. Refusal of Service
We reserve the right to refuse or terminate service where:
– Passenger safety is compromised.
– Driver safety is compromised.
– The booking breaches applicable law.
– Fraudulent activity is suspected.
– Payment cannot be authorised.
18. Breakdowns and Delays
18.1 Whilst every effort is made to complete journeys, vehicle breakdowns and delays may occasionally occur.
18.2 We will endeavour to provide a replacement vehicle where possible.
18.3 Where a replacement vehicle cannot be provided, any advance payment made will be refunded.
18.4 We shall not be liable for consequential losses including:
– Missed flights
– Missed trains
– Missed events
– Lost business opportunities
– Accommodation costs
19. Force Majeure
We shall not be liable for delays or failures caused by events beyond our reasonable control including but not limited to:
– Extreme weather
– Road closures
– Traffic accidents
– Terrorist incidents
– Public demonstrations
– Industrial action
– Government restrictions
– Power failures
– Telecommunications failures
20. Insurance and Licensing
20.1 All vehicles used for bookings are required to maintain appropriate licensing and insurance.
20.2 Drivers are responsible for maintaining valid licences and compliance with licensing requirements.
20.3 Nothing in these Terms excludes liability that cannot legally be excluded.
21. Delivery Services
21.1 Delivery services are undertaken at the customer’s risk.
21.2 Proof of age may be required for age-restricted products.
21.3 We do not transport tobacco products, alcohol, illegal substances, weapons, or prohibited goods.
22. Payment Methods
22.1 We accept cash, debit cards, credit cards, online payments, and other approved payment methods.
22.2 Chargebacks or payment disputes may result in account suspension and debt recovery action.
23. Corporate Accounts
23.1 Corporate account customers remain responsible for all authorised bookings made under their account.
23.2 Invoices must be paid within agreed payment terms.
23.3 Late payments may incur interest and recovery costs.
24. Complaints
24.1 Complaints should be submitted within 30 days of the journey.
24.2 We will investigate complaints fairly and aim to respond within a reasonable timeframe.
25. Privacy and Data Protection
25.1 We process personal data in accordance with applicable UK Data Protection legislation, including the UK GDPR and Data Protection Act 2018.
25.2 Customer information may be used for booking management, customer support, safety, fraud prevention, and legal compliance purposes.
25.3 Full details are available in our Privacy Policy.
26. Accessibility
26.1 We are committed to providing accessible transport services.
26.2 Wheelchair-accessible vehicles are subject to availability and advance notice may be required.
27. Limitation of Liability
27.1 To the maximum extent permitted by law, our liability shall be limited to the value of the booking.
27.2 We shall not be liable for indirect, incidental, special, or consequential losses.
27.3 Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.
28. Amendments
We reserve the right to amend these Terms and Conditions at any time. Updated versions will be published on our website.
29. Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
30. Acceptance
By making a booking with Taxis Walton on Thames, the customer confirms that they have read, understood, and agree to these Terms and Conditions.
